Technote (troubleshooting)

Problem

After applying Notes 8.5.3 Upgrade Pack 1 to a multi-user, standard Notes client on Windows 7, the client fails to launch for limited users. 8.5.3 was working fine for these limited users, but after Upgrade Pack 1 is applied they can no longer launch Notes. Administrators on the same machine can launch the client without issues.

Steps to reproduce:

*Issue is seen on Win7 32-bit*

*Issue only occurs in a multi-user installation*

*Issue only occurs when Notes is not installed to the default location of C:\Program Files\IBM\Lotus\Notes.

1. Install 8.5.3 client-only, standard, multi-user on Win7 as an Administrator. Install it to a non-default directory, such as C:\Lotus\Notes.

2. Switch OS users to a limited user and launch Notes. It works fine

3. Switch back to the Admin account, install Upgrade Pack 1

4. Switch back to the limited account. Notes now hangs on startup with "Loading... please wait"

Cause

This is caused by an access issue to one or more files laid down by Upgrade Pack 1 which need to be accessed by the limited user. In the Workspace logs of a failed launch we see the following:

2013-04-24T16:40:05.289-04:00

SEVERE

exception setting shared folder property

com.ibm.xsp.extlib.installhandler

2013-04-24T16:40:05.336-04:00

SEVERE

An exception has occurred completing the configuration. If the exception contains the text 'failed because the source location does not exist', make sure you have un-installed previous installations of the XPages Extension library before using this installer.

CWPIH0029E: The attempt to perform a file copy specified by the feature com.ibm.xsp.extlib.install.feature install handler failed. The requested operation was file.copy.6=/853UpgradePack1Readme.pdf C:\Lotus\Notes\framework\shared\eclipse\features\com.ibm.xsp.extlib.install.feature_8.5.3.20111208-0717/artifacts/853UpgradePack1Readme.pdf.

com.ibm.rcp.installhandler.util

2013-04-24T16:40:05.352-04:00

SEVERE

Could not write file: C:\853UpgradePack1Readme.pdf.

org.eclipse.core.filesystem

2013-04-24T16:40:05.352-04:00

SEVERE

exception setting shared folder property

com.ibm.xsp.extlib.installhandler

2013-04-24T16:40:06.459-04:00

WARNING

CWPPR0531W: The feature configure operation failed due to an unexpected exception. The configure operation will be retried.

com.ibm.rcp.provisioning.internal.requirements

2013-04-24T16:40:11.582-04:00

SEVERE

CWPPR0010E: There was an error provisioning the feature requirements. Reason[0]: CWPPR0032E: The requested provisioning operation(s) failed.

com.ibm.rcp.provisioning

Resolving the problem

This has been reported to quality engineering under SPR # BJGY974JZR and a solution is currently under investigation. In some cases, simply launching Notes as the Administrator after UP1 was applied was seen to resolve the problem. In other cases, the client needed to be reinstalled, without UP1 applied.